Client Support Specialist (Bilingual, French)

We’re looking for a Customer Support Specialist to join our growing support team and help customers successfully use our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success. You’ll support customers using SimplePart, Microcat EPC, Superservice Triage and Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit. This role provides strong exposure to multiple products, hands-on troubleshooting experience, and knowledge enablement responsibilities. Responsibilities Act as a trusted partner to customers, understanding their business needs and helping them achieve success with our productsBuild and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfactionServe as a knowledge enablement resource, creating and maintaining guides, training content, and FAQs for both customers and internal teamsCollaborate cross-functionally to communicate customer insights, product challenges, and opportunities for improvementProactively identify patterns or recurring challenges and provide recommendations to improve customer workflows and experienceSupport initiatives focused on driving customer success outcomes, including retention, adoption, and engagement metricsMonitor and contribute to customer support KPIs, including first response time, resolution time, customer wait time, and ticket volume, ensuring a balance of quality and efficiencyIdentify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactionsParticipate in coaching, mentoring, and team knowledge-sharing to strengthen organizational capabilities Required Qualifications 1–3 years of experience in customer support, customer success, or related client-facing rolesAbility to work Noon - 8 pm ESTStrong communication and relationship-building skills with the ability to guide customers toward successComfort with learning and explaining complex software tools and processesInterest in knowledge management, process improvement, and customer enablementWritten and spoken fluency in English; Canadian FrenchExperience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms Nice to have Experience supporting SaaS or proprietary software platformsExposure to automotive, dealership, or related industriesExperience working in remote or distributed teams, or multilingual/global support environmentsFamiliarity with analytics or reporting to inform customer success initiatives or operational improvement projects